General tab

Service Desk > Operations > Tickets > Add/Edit > General tab

Summary Information

• Service Desk - Can only be changed if the ticket is new. Select a desk definition for the new ticket. The desk definition populates a new ticket with pre-defined values and determines what values are possible for you to select in standard and custom fields. Automated processing of tickets is determined by the set of procedures linked to that ticket's service desk. You can select a different service desk provided you've been given access to more than one service desk. Defaults to the service desk selected in the Tickets table.
• Ticket Number - Blank if the ticket is new. The unique identifier for the ticket. This value cannot be changed.
• Summary - A one line summary description of the ticket.

User Associations

• Submitter Name - The name of the person submitting the ticket. Usually this is the name of the user calling or emailing about a service issue.
• Submitter Email - The email address of the submitter.
• Assigned to - The VSA user or pool the ticket is assigned to. The list of assignees available to select includes any member of any non-master scope you belong to, providing that scope is assigned the same service desk you are using. A scope does not have to be currently selected for the Assigned to field to include its members in the list.
• Owner - This field only displays after a ticket is created. The VSA user ultimately responsible for resolving the ticket.

Asset and Organization Associations

A ticket can be associated with other types of data defined in other modules of the VSA. There are two ways of associating a ticket: by specific inventory asset or more generally by organization. Selecting a specific inventory asset automatically selects the asset's corresponding organization. Associating a ticket with an asset or organization:

• Makes the ticket visible to users if their user role uses the Service Desk Technicians role type and the related asset or related organization is within their scope.
• Can determine the policy assigned to this ticket if the association is created while the ticket is new. See Service Desk > Desk Definition > Processing > Associated Policies for more information.

Use the following fields to create or reference associations with a ticket.

• Inventory Asset - A machine ID or mobile device installed with agent—or a device discovered on a network using the Discovery module and promoted to an asset and displaying on the Audit > View Assets page.
• Organization, Contact, Phone Number - Associates a ticket with an organization by using the magnifier icon next to any of these fields. A contact is a staff member of an organization.
• Organization ID - If an organization has been associated with a ticket, an Organization ID hyperlink displays beneath the organization. Click the hyperlink to display information about the organization, including general information, custom fields, machine groups, departments, staff, and secured data. This same data is available using Organization Tickets.
• Contact Email - Displays a contact email address, if an organization's staff member is associated with the ticket and the email address is defined in the staff member record.

Service Billing Associations

• Work Order - Displays only if Enable Service Billing Integration is enabled in Desk Definition > General Info tab. Associates the ticket with a work order in Service Billing. See Creating Billing Entries using Service Desk. If displayed, additional fields related to Service Desk display on the Notes tab.

Date/Time Fields

• Created - The date/time the ticket was created.
• Last Edit - The date/time the ticket was last edited.
• Closed - The date/time the ticket was closed by setting the Status field to Closed.
• Due - The due date/time for the ticket. A value only displays in this field if a goal procedure is linked to the desk definition. The due date can be modified by the pauseTicketGoal(), resumeTicketGoal() and setTicketGoalTime() service desk procedure commands.
• Promised - The date/time the customer has been promised resolution of the ticket. This can be manually changed by the call taker.
• Escalation - The date/time an escalation counter was last set for this ticket and the amount of time before the escalation procedure is triggered.
• Work Performed On - The date and time work was performed on the ticket. This value is independent of the entries entered for hours worked.

Desk Definition Properties

The following fields classify a ticket by values defined using the Properties tab in Desk Definition.

• Status - Status codes represent the state a ticket is in, regardless of any other classification.
• Priority - Prioritizes service requests.
• Stage - The stage the ticket is in.
• Category - This section, when collapsed, only displays the lowest level category used to classify the type of service requested. When expanded this section displays up to 5 levels of categories, if these levels have been defined in the service desk definition. Use these levels to select a different category for the ticket. You must select a parent level to access a lower-level category. See Category tab for more information.
• Severity - Classifies how critical a service request is to an organization's operations.
• Policy - The policy in effect for this ticket. Policies are assigned by the desk definition used to create the ticket.
• Custom Fields - Additional custom fields may display and are available for data entry, depending on the requirements of your service organization.

Description

• Use the edit toolbar to add images and special formatting to the text. Images must be uploaded rather than copied and pasted in. Toggle full screen mode to edit or view the description full screen.
  
  • - Hyperlink selected text. You may need to reset links copied and pasted from another source.
  • - Insert a table.
  • - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
  • - Indent text.
  • - Outdent text.
  • - Remove formatting.
  • - Insert a symbol.
  • - Insert an emoticon.
  • - Preview the display of text and images.
  • - Upload a file or image.
  • - Set selected text to subscript.
  • - Set selected text to superscript.
  • - Toggle full screen mode for editing and viewing.

Resolution

• Resolution - Select a value that classifies how an issue was resolved.
• Resolution Description - Enter a description of how the issue was resolved. Use the edit toolbar buttons described for the Description field to add special formatting to the text.